Customer Data Insights Analyst

3 weeks ago

Pune, Maharashtra, India Avalara Technologies Full time
Job Description

CX Insights KPI Tracking

- Develop and maintain CX performance dashboards and reports, ensuring key insights are available for decision-making.
- Analyze trends and performance drivers, correlating KPI shifts with customer experience initiatives and operational changes.
- Forecast how future improvements will impact key CX metrics.
- Communicate findings in a clear, data-driven manner to influence business decisions at all levels.

Data Analysis Reporting

- Partner with Program Managers to develop KPI reporting frameworks for transformational programs.
- Collaborate with customer-facing teams to define metrics, design dashboards, and provide regular operational reporting.
- Work closely with multiple data teams and resources across the company to create, maintain, and report on key CX metrics, ensuring alignment and consistency in data insights.
- Synthesize insights across case trends, escalations, and operational data to uncover improvement opportunities.
- Build scalable reporting tools and dashboards using Power BI, Salesforce, and Tableau.
- Ensure data accuracy, consistency, and integrity through structured data gathering, cleaning, and transformation.

Strategic Business Impact

- Develop business cases that support customer experience and operational enhancements.
- Lead cross-functional initiatives, working closely with business leaders to identify data-driven opportunities.
- Deliver executive-level reports and presentations that influence strategic CX decisions.
- Define and track KPIs that measure the effectiveness of business initiatives and their impact on customers.
- Work collaboratively with stakeholders to prioritize and enable effective execution of CX improvements.

What You Need to Succeed

- 10+ years of experience in data analysis, insights generation, and reporting delivering measurable business impact.
- Experience tracking operational performance for customer facing support teams, such as experience on case trend analysis, support performance, and customer experience insights

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